Knowledge Management increases self-service rates for customers and employees, and boosts agent productivity with a contextual knowledge base.
Knowledge Management
Increase self-service rates for customers and employees. Boost agent productivity with contextual knowledge, powered by AI.
Knowledge Management Contact Sales Benefits Features Resources How to Buy Related Apps
Benefits of Knowledge Management Increase user satisfaction
Provide consistent, proven resolutions for your customers and employees to boost self-service.
Promote knowledge sharing
Empower agents to write or automatically generate articles in the context of their work.
Power continuous improvement
Identify knowledge gaps and curate new content. Track usage, governance, and quality trends.
Features of Knowledge Management GenAI-powered knowledge creation
Generate knowledge content from closed incidents and other sources.
Knowledge demand insights
Use AI to automatically identify and visualize knowledge gaps for assignment.
Feedback management
Act on customer and internal user feedback with an out-of-the-box, closed-loop process.
Knowledge-Centered Service (KCS) v6 verified
Bring KCS best practices to your organization. Help capture knowledge, enable self-service, and improve employee satisfaction.
Additional features In-context creation and generation
Capture or auto-generate knowledge articles while managing cases or incidents.
Knowledge harvesting
Convert solutions from conversations in active, engaged communities into knowledge articles.
Knowledge blocks
Create reusable knowledge article content blocks to reduce redundancy and improve productivity.
Analytics and dashboards
Monitor knowledge use, timelines, age, feedback, and gaps to fine‑tune content and processes.
AI search
Give users a powerful, consumer-grade search experience with relevant, personalized results.
Group ownership
Assign articles to teams to manage feedback and maintenance. Improve knowledge quality and timeliness.
Subscriptions
Let users subscribe to articles and knowledge bases, and notify them about new or modified content.
Translation management
Assign tasks automatically, identify missing translations, and integrate with third-party tools.
Resources See All Resources Data Sheets Customer Service Management IT Service Management Analyst Reports Forrester: The Total Economic Impact™ of ServiceNow® Customer Service Management Total Business Value of ServiceNow IT Apps Case Studies Automation Drives Consistency and Service Gains at RACQ Western Sydney University Builds Future-Ready Foundation With Generative AI OVHcloud Reduces Case Resolution Times by 75% Santa Monica Improves the Citizen Experience with Digitization Mabe Optimizes Service Operations and Agent Efficiency Ebooks AI at ServiceNow The AI Platform for Business Transformation
How to get Knowledge Management
Knowledge Management is available with these ServiceNow products.
Customer Service Management
Improve service operations and engage your customers.
IT Service Management
Transform the impact, speed, and delivery of IT.
HR Service Delivery
Deliver the right experience to employees anywhere.
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Performance Analytics
Anticipate trends, prioritize resources, and continuously improve with real-time analytics.
Communities
Connect customers and employees with their peers to find answers and solve problems.
Service Portal
Design a self-service user experience with a responsive portal interface.
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